Job Description
Title: Mechanical Claims Team Lead
Reports to: VSC Claims Supervisor
Department: Operations
Direct Reports:
NoExempt Status: Non-ExemptThe information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Job Purpose:
As the Mechanical Team Lead, your role is pivotal in our organization, bringing your expertise in mechanical claims to the forefront. Your primary responsibility will be overseeing the day-to-day claims processes, ensuring efficiency, accuracy, and compliance with our established standards. Additionally, you will play a crucial role in reviewing the work of and evaluating the performance of all mechanical claim examiners, fostering a culture of continuous improvement and excellence within the team.
Essential Job Functions:- Manage an assigned workload while still providing technical support and guidance to the department.
- Handles any escalated issues to ensure high-quality customer service results.
- Guide best practices and procedures for the team.
- Create Training and/or Standard Operating Procedure (SOP) documents for claim handling and process guidance
- Perform examiner performance and claim audit reviews.
- Coach and train less experienced examiners to ensure performance meets operational standards.
- A mentor to the entire claims department and is available for consultation/discussion with all examiners.
- Assist with promoting and managing an effective quality assurance and training program.
- Will review more complex cases and settle or initiate further actions within approved authority limits.
- Ensures adjudication processes follow stated acceptable standards.
- Conducts trend analysis to identify potential adverse claims results or operational improvement opportunities.
- Along with the VSC Supervisor, Claims Manager, and Director, will review selected dealership accounts to proactively identify any service or loss control issues and will make recommendations on how best to address them.
- Provide support to call or email volume as needed.
- Performs supervisor duties in his/her absence.
Minimum Qualifications:- Minimum 2 years of Mechanical Claims experience in a call center environment
- Minimum 2 years prior leadership experience
- Mechanical ASE Certifications preferred
- High proficiency with MS Office suite
- Familiar with contact center software solutions. Nice InContact is a plus
- Team training, development, and management
Ability to make decisions, resolve problems, prioritize assignments, and direct the workforce in an ever-changing environment.
Immaculate attention to detail is a must.
